Customer Advisor
Slough
12 Months Maternity Cover, Full time 37.5 hours per week
£12.58 - £14.50 Per hour dependent on skills and experience
Working Hours: Mon-Fri 8:30am-5pm
ASAP Start
Our client, one of the world's leading industrial companies, is currently recruiting for a Customer Advisor to join their busy team in Slough.
Role Overview:
To provide a superior level of customer service to all customers contacting the Technical Advice Centre and complaint resolution via various platforms including social media. Championing the voice of the customer, ensuring all customers are properly managed and their feedback shared with the business to improve products for the future. Managing your own time with up to 80 open complaints at any one time, whilst managing complaint costs in a fast-paced and pressured environment. Negotiating complaints worth thousands which could have legal involvement along with multiple stakeholders.
Role & Responsibilities:
1. Deal with any customer query relating to their current or possible future needs.
2. Share customer trends in feedback to develop improvements in future product and service offerings.
3. Ensure all open complaints are contacted at the set frequency to maintain ownership and customer expectation.
4. Record all data on CRM accurately according to the needs of the business.
5. Make decisions, agree, and negotiate settlements that could be worth thousands of pounds, ensuring the appropriate level of sign-off is agreed throughout the process.
6. Understand the risks involved with handling social media interactions, with a unique style of writing and responding on a social platform within agreed timeframes.
7. Communicate with third-party suppliers regarding any queries either party may have regarding products or orders placed.
8. Organise laboratory testing to help resolve customer complaints by means of samples.
9. Place literature and sample orders.
10. Respond to all customer feedback generated via Survey Monkey.
11. Report any website errors to the appropriate teams.
12. Adhere to all HSE and clear desk policies.
13. Understand the importance and risks associated with customer HSE complaints, managing the HSE Alerts process in each case.
14. Keep up to date with product knowledge and any current product resolutions.
15. Manage difficult customers; able to diffuse a situation and propose a suitable resolution while remaining calm.
16. Provide customers with expert technical advice, including specification advice on all decorative brands & products.
17. Identify complaints and issues that may be potentially sensitive or may risk the business's reputation and highlight to the crisis team as appropriate.
18. Turn complaints into opportunities & maintain ownership at every opportunity, while proactively promoting products and services.
19. Agree & negotiate settlements that are satisfactory to the customer and appropriate to the business.
20. Interact with customers over the phone, in writing (letters & emails), and on social media platforms.
21. Effectively communicate different types of technical reports to all types of customers in a way they can understand.
22. Be a team player and assist colleagues where necessary with day-to-day administration tasks, including allocation of post, filing, processing free of charges, courier requests, and logging complaints.
You will have an excellent understanding of IT packages, ideally including SAP, Word, and Excel, and previous customer service-based environment experience, including inbound and outbound phone contact.
If you feel like this could be the role for you, click 'apply' today.
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